Director of Customer Success

Auror • Denver, CO

13h • Hybrid

About The Position

Auror is seeking a Director of Customer Success to build and lead their Customer Success (CS) function across North America. This is a leadership role for an experienced individual who has previously led leaders, engaged with executives, and can translate platform adoption into commercial outcomes. The role involves inheriting a strong customer base of retail giants with high loyalty and low churn, and a desire to deepen engagement. The Director will lead the NA CS Lead and their team, manage select individual contributors, and set the standard for world-class customer success in the North American market. This position is a key member of Auror's North American leadership team, focusing on scaling the company. The ideal candidate is energized by challenging problems and great people, aiming to build a team that serves as a talent engine for Auror, not just one that meets performance targets.

Requirements

• Deep experience leading Enterprise CS or Account Management teams in SaaS, at Director level or above.
• Proven ability to lead and inspire leaders, not just individual contributors.
• Commercially minded, viewing CS as a revenue function with the ability to spot expansion opportunities instinctively.
• Ability to navigate complex customer hierarchies and senior stakeholders with ease.
• Skill in translating engagement data into business narratives that resonate at the executive level.
• Proven ability to build a team, rally them around challenges, and elicit their best performance through influence and authority.
• Proactive approach, acting on leading indicators rather than lagging ones.
• Presence in the Denver office 2-3 days per week.
• Willingness to travel 1-2 times per month for customer meetings and industry events.
• Comfortable presenting to customers and at industry events.

Responsibilities

• Own the North America CS function, including building the operating model, setting strategy, owning metrics, and execution.
• Develop the NA CS strategy end-to-end, covering team structure, coverage model, and scaling plans.
• Serve as a core member of Auror's North America leadership team, contributing to regional Go-To-Market strategy.
• Represent the voice of NA customers in company-wide planning and influence future investment areas.
• Build and lead a team of leaders, including directly managing the NA CS Lead and their team, plus select ICs.
• Recruit and develop CS talent at all levels, establishing clear career pathways.
• Set high performance standards and provide consistent coaching, including addressing performance issues proactively.
• Foster a culture of accountability and ambition combined with genuine care for customers and team members.
• Own retention across North America and support the expansion agenda in collaboration with Sales and Account Management.
• Identify expansion opportunities by analyzing usage patterns, stakeholder changes, and new use cases, and converting them into sales pipeline.
• Define and track clear, ambitious metrics for NA CS performance, aligning with global CS standards.
• Build and refine proactive health monitoring for the NA customer base to identify and address risks early.
• Manage escalations for accounts and be prepared to intervene directly when necessary.
• Translate customer feedback into product influence, directly informing roadmap and company priorities.
• Act as the external and internal face of NA Customer Success.
• Partner with the Director of Sales and Senior Director of Retail Partnerships to create a unified customer experience.
• Collaborate with Marketing on advocacy programs, referral engines, and customer stories.
• Represent Auror at industry events and contribute to thought leadership.

Benefits

• Competitive salary range: $160,000 - $180,000
• Annual bonus eligibility ($11,000)
• Employee share scheme
• Flexibility and healthy work/life blend
• Shorter work weeks (Friday afternoons off)
• Focus on mental and physical health (Wellness Days, up to $500 USD for expert sessions annually)
• Comprehensive health care plan (Medical, Dental & Vision) with Auror covering 100% of individual costs
• Family-friendly paid parental leave (12 weeks for birth parents, 6 weeks for non-birth parents)
• Support for personal growth (courses, conferences, events)
• Team events (regular team lunches and social events during work hours)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed